Customer Service Representative – Bilingual, English/Spanish

This is a fully remote position, open to applicants in Texas.

📋 Description

• Handle incoming calls from Members, Medical Facilities, Transportation Providers, and Health Plans in both English and Spanish.

• Precisely collect and input detailed trip information to ensure successful ride scheduling and completion.

• Verify member eligibility and review transportation benefits.

• Address member inquiries regarding transportation services in both languages.

• Recognize and evaluate members’ additional needs and escalate when necessary.

• Record and document member concerns and complaints following internal guidelines.

• Work collaboratively with internal departments to resolve real-time service issues.

• Carry out other responsibilities as assigned.

⛳️ Requirements

• High school diploma or equivalent.

• At least one (1) year of experience in an inbound call center environment with a high call volume.

• Fluency in English and Spanish (both verbal and written), with the ability to communicate clearly and professionally in both languages.

• Capability to type a minimum of 35 words per minute accurately.

• Strong verbal and written communication abilities.

• Proven ability to remain calm and professional in high-stress situations.

• Flexibility to work various shifts.

• Must successfully pass a criminal background check and sanctions screening.

• A dedicated, quiet, well-lit workspace free from interruptions.

• Notebook or desktop computer with a minimum processing speed of 1.6 GHz and 16 GB of usable RAM available.

• High-speed wired broadband internet: minimum of 150 Mbps in a dedicated environment or 300 Mbps in a shared environment (backup provider preferred).

• Preferred: Experience with Medicaid, Medicare, or Non-Emergency Medical Transportation (NEMT) guidelines.

• Preferred: Knowledge of health insurance programs and benefits.

• Preferred: Experience serving diverse geographical and cultural populations.

🏝️ Benefits

• Opportunities for career growth and development within a rapidly expanding healthcare organization.

• Competitive hourly wage.

• Incentive opportunities based on quarterly performance.

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off and paid sick leave.

• Paid company holidays.